Manager - Operations - Credit Control/General Insurance Process - KPO

InnoQuest Consulting is a Core team of seasoned Talent Acquisition professionals with experience across diverse industries ranging from IT, ITeS, Banking & Financial Services and Telecom with team's core expertise in Mid / Senior Management &Leadership hiring.

About our Client:

Our client is a KPO and specialises in non voice Insurance processes

Role : Operations Manager

Criteria :

Must have :

- Minimum ten years of experience in the ITES sector

- Minimum four to five years of experience in a managerial role (Must have experience in managing a span over 150+)

- Graduate from a recognized university & relevant

- Relevant experience in Credit Control / General Insurance processes only

- Well versed with the application of process improvement tools

- Should have an done at least 1-2 transitions

- Should have been part of Process Improvement projects (Green Belt, Lean, re-engineering projects)

- Related industry certifications

- Prior work experience in UK/US Insurance domain

- Post-graduation in any discipline

Position Description :

To serve as a member of the leadership group & own responsibility & accountability of two or more assigned processes - oversee SLA delivery, effectively manage relevant stakeholders, actively manage & engage process manager & team leaders

This position will report in to the Sr. Manager

Accountabilities :

- Process Management & Improvement

- People Management

- Customer Service & SLA Delivery

- Strategic Initiatives

Responsibilities :

Process Management & Improvement :

- Drive & achieve productivity enhancements

- Own weekly/monthly management reports & highlight relevant gaps &/or concerns

- Responsible for scoping, identifying new areas of work

- Oversee migration & stabilization of new processes

- Periodically review process & regulatory requirements & ensure compliance

- Review FTE requirements, shift plans & capacity planning

- Initiate, Execute & Facilitate process improvement initiatives/projects

- Lead Org wide projects across locations

- Integrate domain knowledge & business understanding to create superior solutions for the client

- Must clear at least one certification a year

People Management :

- Conduct regular meetings with process managers & resolve concerns

- Conduct skip level meetings with team members & resolve escalations

- Own rewards & recognition schemes for assigned processes/teams

- Oversee L&D trainings for self & process managers

- Oversee staff domain certifications

- Ensure completion of process certifications by all staff (Process managers, Team leads & associate ) within pre-defined timelines

- Liaise with recruitment team for recruiting new team members

- Identify & facilitate movements within the division for Process Managers

Customer Service & SLA Delivery :

- Drive on-time, accurate & quality service delivery within agreed upon SLAs for assigned processes

- Manage client relationships and escalations

Strategic Initiatives :

- Explore opportunities to move processes to the satellite office

- Participate in special projects/organization wide initiatives

Skills & Competencies :

- People Management

- Transformational Leadership/Strategic Thinking

- Process Focus

- Client Management

- Innovation Focus

- Ability to learn & drive change

- Impact & Influence